Teresa H Lerma
Mansfield
Summary
A mortgage professional that is adept at implementing an objective and analytical approach to both internal/external procedures, seeking a new challenge.
Solution-focused Technical Support Consultant known for high productivity and efficient task completion. Skilled in troubleshooting, network administration. Excel in communication, problem-solving, and adaptability, ensuring seamless technology operations and user support.
Overview
14
14
years of professional experience
Work History
Technical Support Consultant
ICE Mortgage
Jacksonville
06.2023 - Current
- Provide technical assistance to clients using ICE Mortgage software solutions.
- Diagnosed and resolved software issues for end-users in a timely manner.
- Conducted training sessions for users on mortgage processing tools and systems.
- Provide Team collaboration as technical assistance needed within functional teams
- Consistently meet KPI’s per team goals
- Consistently maintain a 5 (great) survey average from clients
- Thoroughly and accurately document details of all customer interactions in appropriate case management system
Client Implementation Manager
ServiceMac,LLC
Fort Mill
05.2021 - 07.2023
- Coordinated cross-functional teams to ensure timely project execution and communication.
- Developed implementation plans detailing timelines and responsibilities.
- Create and map new LLB projects for BULK acquisitions
- Complete data analysis, exceptions ,issue resolution and loan boarding through Blacknight LB tool
- Review MSP edit reports for boarding accuracy/data discrepancies
- Complete post boarding maintenance
- Cross trainer with service release team to coordinate process when loans are released the system
- Facilitate release, primary POC with new servicer
- Ensure release is on schedule, preliminary and final data is provided to all parties
- Request/track Images and invoices
- Coordinate post transfer funds wire transfer to new servicer
- Request/process good bye letter
Eli Loan Administrator
RLMS
07.2018 - 05.2021
- Run ELI program to convert and transmit seller data to MSP
- Complete data analysis, data exceptions, issue resolution and loan boarding through the ELI application
- Map sellers’ data fields to corresponding MSP fields
- Review error reports, exceptions determine testing and identify operational impacts
- Join required conference calls with prior servicers, management team, and internal departments to ensure smooth transfer and transition to servicing LOB
- Complete all tasks assigned including post conversion responsibilities
Loan Acquisition Coordinator
RLMS
12.2016 - 07.2018
- Actively communicate with lenders to transfer and service residential loans.
- Coordinate delivery, set up and research of servicing transfers and acquisitions of loan portfolios.
- Primary point of contact for internal business units, prior servicers and vendors
- Reconcile funding schedule to servicing transfer reports from seller/vendors
- Research and resolve escalations related to boarded loans
- Verification of loan details such as interest rate, arm changes, personal identifying information etc.
- Assisted QA Compliance Team by collaborating to ensure written training material was accurate and met departmental training guidelines.
- Responsible for creating job aids and step by step instructions for department Communicated with internal and external customer resolving inquiries regarding payment histories and explaining the breakdown of the payments.
Rebuttal Specialist
Nationstar Mortgage
09.2016 - 12.2016
- Review, analyze, and ensure timely settlement of investor and mortgage insurance claims and manage aging claims to determine status and bring to closure
- Responsible for documenting and maintaining all systems up to date necessary for proper claim handling
- Research issues and obtain proper supporting documentation in a timely manner as requested by investor or mortgage insurance company.
- Manage application of all claim funds received and provide additional information as necessary in order to validate all available funds received prior to claim being closed
- Complete timely audits of all assigned claims to ensure all requirements have been met, and claim process can be validated
Bankruptcy Analyst
NTT Data
02.2015 - 02.2016
- Audited Bankruptcy accounts to determine account delinquency (Top 4 US Bank)
- Extensive review of payment history reconciliation with trustee website (NDC)
- Thoroughly reviewed PACER to determine if all payment changes were filed in a timely manner and advised client of missed payment changes
- Updated internal ledger with general account information, payment changes, interest changes (ARM) and post-petition payments made
- Reviewed client systems and PACER for agreed orders, motion for reliefs, loan modifications, and judgments to determine how account should be treated
- Performed escrow reconciliation
- Verified Statement of Intent with client systems and court document
Title Specialist II
Santander Consumer, USA
11.2014 - 02.2015
- Ensure SC USA's lien is perfected per published guidelines
- Run on-line inquiries to perfect title records within published guidelines
- Make outbound calls to dealers, county tax offices (in and out of state)
- Processes daily incoming mail (faxes and emails per service level agreements)
- Processed Vendor Reporting for outstanding titles exceptions
- Verify Notice of Intent (NOI) on vehicles with outstanding titles
Senior Bankruptcy Specialist
CitiMortgage, Inc.
04.2011 - 08.2014
- Certified Bankruptcy Specialist for preparing/filing proof of claims with all bankruptcy courts
- Proficient in auditing proof of claims/reaffirmation agreements
- Familiar with ARM, Conventional, Private loans
- Ensure for a complete POC claim package for court filings, Notice of Intent, schedules, note, deed, mortgage, allonge etc.
Education
High School Diploma -
Grand Prairie High School
01.2005
Skills
- Analytical problem solving
- Technical troubleshooting
- System documentation
- Client relationship management
- Effective communication
- Customer support
- Network administration
- Training and mentoring
- Application support
- Product knowledge
- User credential management
- Data analysis
- Project coordination
- Team collaboration
Timeline
Technical Support Consultant
ICE Mortgage
06.2023 - Current
Client Implementation Manager
ServiceMac,LLC
05.2021 - 07.2023
Eli Loan Administrator
RLMS
07.2018 - 05.2021
Loan Acquisition Coordinator
RLMS
12.2016 - 07.2018
Rebuttal Specialist
Nationstar Mortgage
09.2016 - 12.2016
Bankruptcy Analyst
NTT Data
02.2015 - 02.2016
Title Specialist II
Santander Consumer, USA
11.2014 - 02.2015
Senior Bankruptcy Specialist
CitiMortgage, Inc.
04.2011 - 08.2014
High School Diploma -
Grand Prairie High School